Jones Lang LaSalle Americas, Inc.

Director, Technology Customer Success

Jones Lang LaSalle Americas, Inc.

full-time

Posted on:

Location Type: Remote

Location: Illinois • Massachusetts • United States

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Salary

💰 $100,000 - $140,000 per year

Job Level

Lead

About the role

  • Own and oversee the entire post-sales customer journey, including kickoff, onboarding, training, engagement, issue resolution, expansion, and renewal.
  • Assess customers’ business and technical requirements to confirm our SaaS platform’s suitability and identify necessary customizations, integrations, and configurations.
  • Lead project delivery, ensuring the seamless setup, implementation, and deployment of our solution while managing risks and maintaining high-quality standards.
  • Act as the primary relationship owner, proactively engaging with customers to ensure value realization, product adoption, and long-term success.
  • Drive internal and external collaboration, working closely with cross-functional teams to align customer needs with product capabilities and ensure smooth integration of data and systems.
  • Monitor customer engagement and usage data, conducting regular check-ins and Quarterly Business Reviews (QBRs) to track performance and identify upsell or expansion opportunities.
  • Serve as the customer advocate, capturing feedback and sharing insights with product and engineering teams to improve our platform.
  • Stay informed of industry trends and best practices, proactively recommending enhancements to improve both our platform and internal processes.

Requirements

  • Based in the U.S. (East Coast preferred)
  • 4+ years of experience in customer success, implementation, and delivery of technology solutions, preferably within SaaS, PropTech, or FinTech
  • Commercial real estate (CRE) industry experience is a strong plus
  • Proven expertise in project management principles, tools, and methodologies, including onboarding, system deployment, and customer training
  • Excellent stakeholder management and communication skills, with the ability to build strong relationships, coordinate across teams, solve complex and sensitive client-facing problems and influence decision-making
  • Highly organized and detail-oriented, with the ability to manage multiple customers and projects simultaneously while maintaining a customer-first approach
  • Strong problem-solving and analytical skills, capable of proactively identifying issues and opportunities for improvement
  • Tech-savvy, comfortable working with SaaS platforms, data integrations, and analytics tools.
Benefits
  • 401(k) plan with matching company contributions
  • Comprehensive Medical, Dental & Vision Care
  • Paid parental leave at 100% of salary
  • Paid Time Off and Company Holidays
  • Early access to earned wages through Daily Pay
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successimplementationproject managementonboardingsystem deploymentcustomer trainingdata integrationsanalytics
Soft Skills
stakeholder managementcommunicationrelationship buildingproblem-solvinganalytical skillsorganizational skillsdetail-orientedcustomer-first approach